AccountId: 011433970860
ContactId: 29fb73eb-fe13-44a7-9100-a5fe6a6d6fcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154509 ms
Total Talk Time (AGENT): 72153 ms
Total Talk Time (CUSTOMER): 39975 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/29fb73eb-fe13-44a7-9100-a5fe6a6d6fcf_20250612T14:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I'm calling from a specialist office in regards to eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have a call back I'm sorry, may I have the policy number of the patient, I'm sorry.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] It's 01480363.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you said you need eligibility today correct Miss. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] Hold on, give me a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does she have any um benefits to specialist office visits?
[AGENT][NEUTRAL] OK, let me check on that.
[AGENT][NEUTRAL] And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. No, this one doesn't cover office.
[CUSTOMER][NEGATIVE] So it doesn't cover off OK.
[AGENT][NEUTRAL] No, there's no office coverage. Mhm.
[CUSTOMER][NEUTRAL] OK alright thank you and can I get a reference phone number please?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] Alright thank you very much so.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thank you. Bye-bye.